---
title: Install Omnichannel Callback for Customer Service Management
description: You can install the Omnichannel Callback for Customer Service Management application \(sn\_callback\) if you have the admin role.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/install-csm-omni-callback-app.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure Omnichannel Callback, Configure voice, Configure omnichannel, Configure, Customer Service Management]
---

# Install Omnichannel Callback for Customer Service Management

You can install the Omnichannel Callback for Customer Service Management application \(sn\_callback\) if you have the admin role.

## Before you begin

-   Ensure that the application and all of its associated ServiceNow Store applications have valid ServiceNow entitlements. For more information, see [Get entitlement for a ServiceNow product or application](https://store.servicenow.com/$appstore.do#!/store/help?article=KB0030186).
-   Review the [Omnichannel Callback for Customer Service Management](https://store.servicenow.com/sn_appstore_store.do#!/store/application/9b6baa35771801108ed8869b8d5a9967) application listing in the ServiceNow Store for information on dependencies, licensing or subscription requirements, and release compatibility.

Role required: admin

## About this task

The following items are installed with the Omnichannel Callback for Customer Service Management application:

-   Plugins
-   Store applications
-   Scheduled jobs - Send reminder for scheduled Callback tasks

## Procedure

1.  Navigate to **All** > **System Applications** > **All Available Applications** > **All**.

2.  Find the Omnichannel Callback for Customer Service Management application \(sn\_callback\) using the filter criteria and search bar.

    You can search for the application by its name or ID. If you cannot find the application, you might have to request it from the ServiceNow Store.

    In the list next to the **Install** button, the versions that are available to you are displayed.

3.  Select a version from the list and select **Install**.

    In the Review Installation Details dialog box, any dependencies installed with your application are listed.

4.  If you're prompted, follow the links to the ServiceNow Store to get any additional entitlements for dependencies.

5.  If demo data is available and you want to install it, select the **Load demo data** check box.

    Demo data are the sample records that describe application features for common use cases. Load the demo data when you first install the application on a development or test instance.

6.  Select **Install**.


**Related topics**  


[Implement the Interaction Controls Component \(ICC\) for contact center voice call and callback integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/enable-icc-for-ccaas.md)

[Plugin requirements for voice and callback integrations with contact centers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/plugin-requirements-for-external-call-routing-integration-for-contact-centers.md)